Supplier News
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Performance Management Demystified
11/7/2005
You’ve heard performance management touted as the cure-all business solution more times than you care to count — and likely in as many flavors. Perhaps you’re not yet convinced that performance management is not just another panacea du jour that will soon take its place in the annals of management and technology trends whose promise fell short. Submitted by Pilot Software
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Managing Change: Strategies For Future Proofing Your Contact Center By Katrin Burton, Envox Worldwide
11/3/2005
If you are involved with contact center operations or contact center technology, you know the environment is characterized by constant change. Regular staff turnover, continuous pressure to reduce costs and ever more demanding customers are just a few of the ongoing challenges. Submitted by Envox Worldwide
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ASPIRE Sports Academy Utilizes Avaya IP Telephony Solutions To Inspire Excellence
10/27/2005
The ASPIRE Academy for Sports Excellence is the first sporting academy of its kind in the Middle East. The Academy’s vision is to mould the best young sporting talent from the region into world-class athletes and future role models. Submitted by Avaya
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Financial Services Company Uses Performance Management Solution To Consolidate Regional Service Centers
10/27/2005
A large financial services company had been established with a vision to become a leader in providing investors with innovative new ways to reach their financial goals. Submitted by Opus Group
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Top US Wireless Carrier Saves In Customer Service By Implementing Operational Performance Management Solution
10/27/2005
One of the nation’s largest wireless carriers had been experiencing tremendous growth, exceeding 300%, over a ten year period. The formula for success was to differentiate themselves as the “best value” in the industry -- offering more minutes, more features, more services to their customers. Submitted by Opus Group
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Customer Intelligence: Achieving Effective CRM For Competitive Advantage
10/27/2005
If Financial Services Institutions (FSIs) are to survive in the white heat of global competition, they need to cement profitable and mutually rewarding relationships with their customers. CRM and Business Intelligence are trumpeted as saviours, but on their own they are not enough. Submitted by Lafferty
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New Best Practices For Productivity Management In The Contact Center
10/24/2005
Managing productivity in contact centers is such a fundamental, well-understood practice that it receives almost no process analysis and therefore seldom changes. Even after a quarter-century of operations and industry evolution, Productivity Management is performed largely the same way now as then. Submitted by Witness Systems
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CRM Software Helps Drive-On Dock Manufacturer Increase Average Sale 9%
10/4/2005
A key factor in the performance of the sales team at Jet Dock Systems, Cleveland, Ohio, is how fast they can generate quotes. The company’s drive on docks come in a wide range of types, sizes, and styles, and providing a customer with many different options often helps close the sale. The MRH Technology Group
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Closing The eCRM Loop With 1:1 Personal Touch Strategies For Lead Generation By Dan McDade, PointClear
9/29/2005
Web-based CRM approaches to lead generation can be enormously successful across the entire prospect/customer lifecycle. When properly executed, eCRM offers many benefits by offloading transactions from live agents to self-service functions. Submitted by PointClear
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Leveraging CRM Insights To Improve Demand Generation Effectiveness By William E. Duffy, iKnowtion
8/23/2005
Nearly 30 years have passed since Ted Leavitt, a noted Harvard Business School professor, extolled the virtues of focusing on customers as fundamental to building and growing profitable businesses in his book, The Marketing Imagination. Submitted by iKnowtion
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